AddressWho are we?
So you might ask, who’s CreditorWatch? Well, we are a leading Australian data and technology company that provides businesses with access to unique data and innovative products. By using our platform, our customers can confidently manage their commercial relationships, improve productivity and reduce financial risk.
As a commercial credit reporting bureau, we offer a complete suite of credit reporting products and data insights covering the entire customer lifecycle, from customer onboarding and credit decision automation to credit risk management and automated collections.
We were established in 2010 and most recently were named as one of AFR’s Top 10 Best Places to Work as well as certified by Great Place to Work consecutively across 2022 and 2023.
We saw significant growth in 2023 and that’s not about to change. We are well underway experiencing this continued growth in 2024 and scaling at pace, making this the perfect time to join CreditorWatch.
Your Role & Team
We have a really exciting opportunity for an experienced Customer Service Manager to join our scaling CX team in this newly REVAMPED role!
Our Customer Service Team focusses on providing support to thousands of CreditorWatch customers (B2B) and your role will be to oversee and manage our small yet highly engaged (and might we add fun 🤩) team, supporting them with their day-to-day which includes and is not limited to in-bound enquiries via phone, live-chat and email. You’ll be accountable for enhancing and maintaining high levels of Customer Service experiences, resulting in highly satisfied & engaged customers.
This role reports directly into our GMofCustomer Experience. We provide a hybrid working model with a Melbourne CBD office.
Some of your responsibilities include and are not limited to:
- Achieving agreed KPI’s in Customer Service and satisfaction (NPS).
- Drive efficient support utilising autonomous Customer Service technologies.
- Implementing and performing continuous improvement initiatives to improve team efficiency.
- Be an escalation point in the team for customer enquiries and internal requests.
- Lead provision to relevant sales teams.
Our ideal candidate
To be successful in this role, you will have prior experience in managing an inbound Customer Service team. You’ll be a commercially savvy service guru who is competitive and strives to achieve goals and impress.
You’ll need to be someone who is comfortable in getting in the trenches with your team whilst also balancing out the strategic lens of the role.
Your verbal and oral skills are second to none and you have great experience in utilising various tools and systems. Bonus points if you are proficient in Salesforce and Intercom! 😉
More than just work
🏃🏽♀️ Keep Active – All employees get a Fitness First Platinum gym membership.
☕️ Daily Fuel – Barista-made coffee, breakfast, snacks, lunches and drinks on us – we got you!
❤️🩹 Wellness Days – Receive an additional day off each month. Whether you’re pursuing physical activities, cultivating your mental wellbeing or supporting your community… this is your time to switch off from work.
💆🏽♂️ Monthly Massages – We offer monthly in-house massages to soothe those sore spots and tight knots. Poor posture? Stressful week? We get it.
💰 Bonus Shares – We offer our dedicated employees’ performance-based bonuses. Our employees are also permitted to gain access to our bespoke Employee Share Scheme, giving you the rare opportunity to invest in a growing technology company
🤩 Fun Activities – We love escaping the workplace to do fun stuff. Whether its pasta-making, sailing classes, touch footy, winery tours, go karting or relaxing on the company boat (yeah… we own a boat) – these monthly team building activities will keep you feeling valued and connected.
👩🏻⚖️ Legal Services – Our employees get access to free legal services – from conveyancing and property advice to legal assistance around wills, trusts, powers of attorney and more. We make life easier for you, saving you time, money and unnecessary headaches.
Our Values
⚡️ The 1%’ers add up – Our commitment to going that one step further sets us apart, as we believe that small efforts or improvements in any aspect of our work collectively lead to significant success.
👊🏼 We are dependable and trustworthy – Our clients are everything to us and we are passionate about maintaining and delivering reliable and trusted services to them.
📈 We are committed to growth – Our success comes from our ability to grow and adapt; both collectively and individually. We set the bar high to ensure we continue to innovate and exceed expectations. We are dedicated to the development of our business and our people.
🫶🏾 Our people make the difference – Just as we help small businesses think big, we help our employees achieve their aspirations. We provide our people with challenges and opportunities, supporting them to live their best lives.
Recruitment Process – We like to keep it simple!
- Phone Screening – A deep dive into the company, role and experience required, including a thorough review of your match to the role – let’s get to know each other and ensure the opportunity is a match!
- Hiring Manager Meeting – This is an opportunity to showcase why your background and skill set aligns to the role and ask questions – be as curious as you want!
- Functional Meeting – You’ll be set up with a personal presentation case-challenge that is designed to really understand what drives you as well as look into the way you think and approach a client meeting.
- Values Meeting – We’d love to hear why CreditorWatch and see how you’d fit into our world.
We are committed to you
We offer a fantastic culture with open communication and rewards and recognition that include probation celebrations, all-staff birthday and service anniversary celebrations.
We are an equal opportunity employer and committed to excellence through diversity. We do not discriminate on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
